Pizzeria Al Ponte

Unfortunately, despite having been a customer of this pizzeria for more than 10 years, I find myself forced to leave a negative review due to a very serious episode and the total lack of professionalism in managing the error. As always, I ordered a gluten-free pizza for myself, and three more with gluten. When I went to collect them, I paid and went home, but upon opening my pizza I noticed that the dough was too similar to the other three. I then called to be sure and was confirmed that it was, in fact, not gluten free. They told me to take it back to do it again, but the point wasn't the mistake itself (which can always happen), but rather the way it was handled. Not only did I not receive any apologies, either on the phone or in person, but the owner also questioned whether I had requested a gluten-free pizza on the phone, despite being a regular customer and a celiac. Instead of taking responsibility for what happened, he responded smugly by saying that I should have known that they always put gluten-free pizza at the top with the words 'Sg' written in marker. I confirm the writing, I actually knew it, but certainly from the order in which they put the pizzas I think it's obvious not. Therefore, I pointed out to her that as a customer, I cannot know all their internal procedures and, since it is an AIC certified pizzeria, it is absurd to have to check box by box when you rely on a place that should guarantee maximum safety, and that knew very well that I had celiac disease, as confirmed by the owner herself while we spoke. I point out that if I had eaten that pizza, the consequences would have been very serious for me, as well as possibly for the place, yet there was not the slightest sign of displeasure or understanding. Furthermore, due to this situation, the people I was having dinner with had to wait and eat the now cold pizza, not to mention the inconvenience of having to go back several times. I would like to point out that a mistake can always happen, but the owner's attitude was unacceptable. A minimum of apology and humility would have made the difference. It's a shame, because after so many years of trust, an experience like this makes me never want to return.

Exceptional pizza, with various types of dough also for celiacs